Freedom Furniture Reviews 349

The worst after sale service I have ever experienced. Just took my money for furniture they didn’t even have in stock, no idea when they were getting it in, never informed me, and now I’m still waiting 2 months later to get a refund. Do not buy online from them they are hopeless.

We received helpful easygoing service and advice from the assistant at Freedom Furniture Westgate. She showed us a lot of options and was very patient during our deliberation! Delivery was extremely prompt (4 days later) and the guys who delivered the sofa were skilled and experienced with manoevring large items in tricky spaces. We are thrilled with a top quality 3 seater sofa bed which looks great as a sofa and is a breeze to convert.

If I could give 0 stars, I would.

Don't expect any backup service AFTER your purchase.

Don't expect to be talked to like a paying consumer.

Instead, expect rude, intolerant, unhelpful, condescending staff.

FREEDOM FURNITURE ARE THE WORST FURNITURE SELLER IN AUSTRALIA NOW

If i could give 0 stars I would!

I ordered a mirror 2 months ago and it said shipped but I never received details. I have contacted them twice already and been told a different department is reviewing and they cannot cancel or refund my order and I have to wait... WAIT - I have been for 2 months!!!! Disgusting. Thankfully I paid with After Pay and have issued a refund request from them directly who have contacted the merchant.

Be careful purchasing online exclusive items, one star for prompt delivery but that's it. Item not as advertised, instead of 80cm wide and depth of 20cm the delivered item was 120cm wide and 33cm deep. After an initial response to a request for a refund and how to return item, two weeks of nothing.

Would never buy from Freedom again. We ordered our modular sofa in Nov last year and was told that it would arrive by mid/late Feb, with automatic status updates (all the way up until the 4 Feb) that it was due to arrive in mid/late Feb. However, upon following up with Freedom in mid-Feb on the whereabouts of my sofa, I have been advised completely different status, stories and ETAs from the store, warehouse and head office on when my sofa is expected to arrive (from your order will all arrive by the end of the week (never happened) to it is now not expected to arrive until at least mid-April). I actually have no faith that Freedom actually knows where my order is at. The latest version is that only the 2 middle pieces of my modular sofa have arrived and the rest were not loaded on to the same container and hence, are not expected to arrive from China until mid-April (which is a 2+ month delay to the expected delivery date I was told when I made the purchase). I would have never purchased the sofa from Freedom if I knew it would take 5-6+ months to arrive. All Freedom Chadstone will offer as compensation is reimbursement of the delivery fee ($129). I will be lodging a case with the ACCC/Vic Consumer Affairs and warning all other consumers of my experience. I should have read all the other negative reviews before I made the purchase.

Purchased an Aspect 2.5 and 3 seater sofa in July 2023, having previously owned sofas from Freedom that lasted 17 years, survived multiple moves, young kids and a crazy dog! So we believed we were buying a quality product from a reputable retailer. How wrong we were! From the first day, the three seater was squeaking whenever anyone sat down/stood up or even shifted position. Very irritating but we thought it would settle - it didn't (the kids are now older and the crazy dog is sadly long gone so this sofa was being treated very gently, definitely not a user issue). We contacted Freedom who eventually sent someone out to repair it. Apparently it's an issue with the fabric supports inside the frame. This repair didn't work, so back came the repairer. The issue persisted and Freedom agreed to exchange the sofa, which was fair enough. They said they would exchange both to ensure a colour match with the fabric, even though the 2 seater was fine. We reluctantly agreed to exchange both and the new ones arrived in December 2024. Well, guess what...BOTH sofas have the same issue, it is louder and we are now having to submit a warranty claim with the customer service team. This time we will ask for a full refund and purchase our furniture elsewhere. Freedom Furniture did try to help so I can't fault them for that, but their customer service for claims is slow and we are really disappointed with the quality of the product.

Paid around $1200 for a table from Freedom (online exclusive item). When it was delivered about 4 weeks later, the item had a significant flaw/damage to the table top. Freedom appears to outsource the handling of online exclusive item issues to a team that you cannot contact by phone. In the initial email response from that team we were told we could not get a replacement table as there were none in stock BUT Freedom is still, at this moment, selling the item online and advertising that it is in stock. No one will contact us by phone to discuss or explain. Really disappointing service. Would definitely not recommend buying online exclusive items from Freedom

If I could give a negative rating I would. I will never, ever buy from freedom furniture again. I purchased a 5able and chairs from them but apparently these products are from a different partner group. I ordered the items online and I accidentally put the incorrect house number where the furniture was to be delivered. I tried to edit this but the invoice kept showing the wrong details. I contacted the online chat person who advised that they would fix and correct details would then show. Next day I checked and still showing wrong details. I then contact a salesperson from the store near me who guaranteed that they would contact the company where the products were to be shipped from. I never heard back from them. On 25/2/2025 I received a sms stating that my furniture would be delivered, no time could be given and the address stated in the message was still the incorrect number. I had to go and speak to the person who lives at that address if they could redirect the delivery person to the correct address. When the furniture finally arrived it was less the table and I was advised that would arrive another. Why would they not wait until they had everything to deliver together. Today 27/2/2025 I receive another sms stating the table was arriving. I had to cancel my work as they don't give you a time they will deliver and again it was delivered to the wrong address. This has been so stressful as well as losing a day of earning. Freedom if you are going to partner with another company, get your act together and be more organised.

Terrible quality products and even worse customer care. We bought an umbrella late last year from Freedom. The item was unfortunately faulty on arrival. Securing a replacement under warranty proved to be an excruciatingly slow process and spanned more than a month and required multiple followups by me. To make matters worse, the replacement item was even more faulty. It is now 4+ weeks later and we are still waiting on a resolution. The warranty team are completely non responsive and rude and perpetually try to deflect blame and responsibility. Cant wait to get a refund (eventually!) and nevr shop there again. Definitely think twice if you are considering buying from them. Honestly not worth the hassle.

Do not buy from Freedom Preston, in person or online! The quality of their furniture is substanard. I bought a console table almost 3 months ago. Upon delivery, it was scratched on a number of the pieces. The online staff are not interested and the instore staff palm you off and tell you they don't deal with online sales. No one wants to take responsibility for their faulty furniture.

Freedom Balgowlah your staff are rude and unprofessional. After asking for a price on a product and standing waiting for you to find it . Another customer came in and you proceeded to then serve them and completely ignore the fact I am standing waiting . I will not be returning so very unprofessional from both staff members .

Zero stars.
On 1st December 2024 I spent just under $2000 on a Talitha buffet. It was listed as IN STOCK and has been every single day since. By February 2025 there was STILL no sign of our item, and no care from this company about it. If you purchase an "online exclusive " it's going to mean this: they take your money. Don't contact you. Give you zero clues on when you should be receiving item, or, in our case, a fake estimate . Months later, you will still be clueless about what has become of your item, and when you send them emails asking for explanations you will get ghosted and again be none the wiser BUT much more strangely, each time you do this, you will get what I believe is an automated message the next day saying your item has been dispatched. Even though the reality is that it HASN'T. That's what happened to us. 3 visits to our local freedom store got us nowhere too, because the staff told us they have no means of directly calling the department we needed, but they sent them emails on our behallfs and always promises that someone will call us. Of course, nobody ever did. It was only when I put a review on google about them and threatened legal action that I IMMEDIATELY got a call from someone. For your own sanity , do NOT support this company that doesn't give a crap about you once they have wrestled your hard earned money from your hands. Their delivery system, if that's what you want to call it, is a shambles and a disgrace. Buy elsewhere. Support a company that deserves your business and not this hopeless shambles who couldn't care less. I'll never shop at this company ever again. They offered me a 20% off coupon for all the stress they gave me. 🤣. 20%?!? It should have been at LEAST 60% but even still, it is a JOKE. They can stick that coupon where the sun dont shine because i refuse to even walk into one of their stores again.
Still disgusted.

The return policy is very predatory

Looking for low quality and horrible experience? Freedom is the place to go! Price point is far too high for what you get. Multiple orders in the past few years and most items now given away or destroyed beyond use. Big one - spent $4k on a lounge that took 6 months to arrive, is cheap and flimsy, and fabric is already fading and piling. Go elsewhere. Everything is garbage. So many more affordable and better quality items in the market.

Customer service? Unsure they have a care in the world for their customers. Tried that and dealt with 4 people (even management) and they are horrible, unhelpful and careless.

Unless you love an item and cannot find anything elsewhere, I can’t see why anyone would trust this business to furnish their home.

Not a big believer in negative reviews, always happy to leave a positive review and do so, but this one felt strong enough to be transparent so more people can avoid disappointment.

We decided to spend a bit more to get a nice dining table for our family that will last many years, but within a few months a crack has appeared in the table top. I contact Freedom to ask about it, and it's been silence ever since. They responded initially with a short follow up question, but since then there's been absolutely nothing even though I have followed up many times over the last month or so. I have now had to raise the issue with Consumer Protection WA to see if they can get a resolution. It's very disappointing, and I will never shop at Freedom again.

I purchased the TOTA Entertainment Unit from Freedom Australia, expecting a quality product and reliable service. What I received was damaged, missing parts, and poorly manufactured—completely unacceptable for the price paid.

When my wife contacted Freedom Online for support, she was met with zero accountability. A customer service representative simply stated, "unfortunately, there is nothing I can do." When she requested to escalate the issue, she was told that Freedom Online does not have a support phone number—a shocking admission from a national retailer.

To make matters worse, Freedom provides no clear timelines on resolving issues, leaving customers in limbo with no idea if or when their concerns will be addressed. The complete lack of customer support, transparency, and urgency makes it clear that Freedom Online does not stand behind its products.

I strongly advise against purchasing from Freedom Online—if something goes wrong, you’ll be left with a faulty product and no help whatsoever.

I was delivered a damaged armchair and I am yet to hear back from freedom. They didn't mind taking my money-Funny that! Seven years ago I had an awful experience with freedom. Seems they haven't changed their ways useless.

***DO NOT BUY ONLINE FROM FREEDOM PRESTON***

I have had the worst consumer experience of my life after making an online purchase from Freedom Furniture in Preston, Victoria.

After purchasing a $4,000 TV unit online, the courier who refused to deliver the unit inside my house let the unit FREE FALL onto my front steps, damaging the unit and my property.

Apart from an automated response from Freedom, I have received no meaningful communication or resolution.
Meanwhile, I am left with not only damaged furniture inside my home, but also damaged property (front steps on my porch), which poses a serious safety risk every time I leave my front door. This is now a matter of both consumer rights and personal safety, and their continued silence is unacceptable.

Their complete and deliberate silence at every level of the company is a blatant display of the contempt they have for their customers.

Unfortunately had to have an item delivered through their third party delivery people who are hopeless lazy people. Worst experience. I said in instructions to call before delivery and they didn’t call. Just turned up when I wasn’t home and proceeed to dump the expensive large item standing up on its end on my front porch and I had no way of moving it myself. I reported it and they could not give a crap. Never shop with them.